Client Experience Specialist

KP Law; Liverpool; On-site; GBP 22,000 - 32,000; Full time

Job summary

KP Law is a UK-based claimant law firm focused on collective redress with offices in Liverpool, London, Manchester, and Birmingham. A Customer Service Representative will handle queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

You will deal with inbound queries, provide case updates, resolve complaints, and maintain client records, collaborating with legal and operational teams to improve client satisfaction.

Qualifications

• Previous experience in a customer service role.
• Experience providing client service via telephony, email, and social media channels to the public.
• Experience using case management/CRM/client databases or systems.

Responsibilities

• Deal with inbound client queries over telephone, email, website, and social media.
• Provide updates to clients on case status in a timely, accurate manner.
• Act as first point of resolution for client complaints.
• Update and maintain client information in the relevant systems.
• Collaborate with operational and legal teams to ensure client satisfaction.
• Participate in team meetings and contribute to process improvements.

Skills

Customer service

Telephone/Email/Chat

CRM systems

MS Office

Tools

CRM systems

Case management software

Microsoft Office

Job description

KP Law is a UK-based claimant law firm focused on collective redress with offices in Liverpool, London, Manchester, and Birmingham. A Customer Service Representative will handle queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

You will deal with inbound queries, provide case updates, resolve complaints, and maintain client records, collaborating with legal and operational teams to improve client satisfaction.